In retail when I am in a "challenging situation" with a customer I use my TCI (therapeutic crisis intervention) experience from my non retail job. I remain calm, actively listen, provide literal proximity and recognize that behaviors are a form of communication. This usually helps de escalate the situation. A customer even told me "you're making me feel calm, stop it!" and I laughed...

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I feel like everyone working in retail should be TCI-certified 😂. I've got to imagine that's a huge help for you at work. I'm decent at defusing situations, there are definitely some customers that won't be happy no matter what you do though.

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I wish I had the patience and knowledge to use this method. It’s good to see other people have figured out ways to be successful in the face of challenging customers.

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Additional Posts in Crazy Customer Stories

Back when I was getting started in the food world, I worked flipping burgers at In-n-Out. A man came in and said the burgers he had gotten weren’t right. He dumped the food on the counter and then he started throwing them back behind the counter. We gave him a refund and then his demeanor completely changed. He was calmer and he told us to have a great day as he left us to clean up the mess he made.

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Hi how much does a florist get paid per hour? Thanks

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